MICHAEL BADEJO
Toronto,ON
Summary
Michael - a dedicated and results-oriented Customer Success Manager with a proven track record of driving customer satisfaction and retention. Bringing extensive experience in strategically managing customer relationships, ensuring high product adoption, and providing expert guidance on best practices. Proficient in developing and implementing Joint Success Plans to achieve optimal business outcomes. Committed to achieving outstanding results in customer success and advocacy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Okta
12.2021 - Current
- Served as the primary point of contact post-sale, taking ownership of overall customer adoption and success
- Developed and maintained product expertise for various user personas, acting as a trusted advisor to customers.
- Developed and implemented customer success strategies, collaborating closely with clients to map out solutions aligned with their business objectives
- Cultivated trusted advisor relationships with customers and executive sponsors, ensuring they achieved maximum business value from our solution
- Owned the customer experience and business outcomes of the Joint Success Plan.
- Aligned account activities with customer's business case and strategy, collaborating with internal Okta team members and sales team to position success Services effectively
- Monitored adoption and utilization trends, providing data-driven recommendations based on customer needs and risk assessment
- Educated customers on new features and releases, enhancing their understanding of our product's capabilities
- Proactively identified and mitigated renewal risks, working cross-functionally to ensure successful renewals
- Provided advice on complex, multi-product offerings and multi-curator environments, influencing and earning the trust of senior stakeholders.
- Gathered valuable customer feedback, acting as the voice of the customer and driving continuous improvement across product and service offerings.
Enterprise Customer Success Manager
Enplug Africa
11.2015 - 01.2019
- Working with users to identify opportunities to use specific functional capabilities to improve business processes and operational efficiency with Enplug applications.
- Fluent understanding of key SaaS metrics and their application to my Book of Business.
- Proactively identifying customer's pain points and addressing them appropriately through insights gathered
- Monitoring of indicators such as GRR, NRR and Customer ROI, aligning efforts with team, industry, and Board-level metrics.
- Assisted clients with any issues, questions and concerns in managing their account
- Worked closely with the VP of Customer Success and Support teams to expand our connections within an account and to build new relationships to support expansion and renewal
- Monitoring ongoing customer health and value realization acting as the face of Enplug to help remove roadblocks or obstacles throughout the customer journey.
- Working with clients to build Customer Success Plans, focused on delivering measurable and meaningful results for Customers.
- Measuring and monitoring customer's achievement of critical and key performance indicators, reporting both internally to Enplug Account team and externally to Customer Sponsors and Executives.
- Establishing regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards using data visualization software, and program status.
- Working closely with the Enplug Account Team (Technical Support and Account Manager, Sales Engineers, etc) to find opportunities for new usage of Enplug across organizational functions.
- Making sure I drive swift, high return on investment (ROI) value for Enplug customers on their purchases and accelerate adoption of Enplug products.
- Acted the Enplug liaison for Enplug technical inquiries, issues or escalations. This will include working with Enplug Support, Product Management (i.e Roadmaps), or others as needed.
- Managed escalated customer satisfaction issues as needed.
- Maintained current awareness and knowledge of new Enplug products, best practices, standards, and methodologies and providing product demonstration skills.
Customer Success Manager
Ve-Interactive
11.2012 - 09.2015
- Acted as an escalation point customer satisfaction issues that wereof a highly sensitive and timely nature
- Analyze customer data to identify trends, patterns, and insights, andleverage that information to optimize customer success initiatives
- Work in a cross-functional capacity with sales, marketing, andproduct teams to ensure customer needs are met and feedback isincorporated into future product development
- Collaborated with internal stakeholders to identify upsell andcross-sell opportunities, and work closely with account managers todrive customer growth and revenue
- Act as an account manager for assigned customers, overseeing theiroverall success and satisfaction
- Stay up-to-date with industry trends and developments, andproactively share relevant insights and recommendations withcustomers
- Serve as a go-to resource for customers, providing guidance andsupport on product usage and best practices
- Managed customer feedback and support request through multiplevectors including email, user forums, ticketing system and varioussocial network outlets
- Assisting development and quality assurance teams with versionupdate including finding and replicating software bugs and testingnew pre-release versions
- Proactively identifying customer's pain points and addressing themappropriately through insights gathered
- Performed day-to-day email marketing activities which included, butnot limited to, email campaign set-up, scheduling, testing, taggingand deployment of one-time, recurring, triggered and dynamiccontent-driven campaigns
- Kept up to date with new product features and updates and alsoproactively reached out to clients and decision – makers to ensureretention
- Consistently had customer retention levels of 95% well abovecompany average
- Aligned with Sales to identify growth prospects and developaccounts
- Aligned with Technical Support and Engineering to prioritize anddeliver on customer needs.
Technology Support Analyst
Rogers Communication Ltd
07.2019 - Current
- Worked with the IT Department to ensure all support calls are dealt within an efficient and timely manner
- Performed software/network troubleshooting via remote control andprovided desk side support as needed
- Documented account provisioning activities, which include ticketing toolsand logging provisioning events
- Performed hardware diagnostics, Installs, configures, and tests personalcomputers, software, printers, and other peripherals (IOS, Android, palmpilots, routers)
- Scheduled Field Service Technician to provide onsite technical supportafter determined the problem was an installation issue
- Trained users on company systems, software and network
- Configured software and systems for new users and provide first linetechnical support
- Assisting in creating IT documentation, instructions, procedures andprocesses
Customer Support Specialist
Teleperformance
03.2019 - 06.2019
- Independently researched and updated personal knowledge of allproducts
- Resolved all customer issues with regards to billing, shipping, or product
- Wrote and proofed orders with utmost detail reflecting pricing anddiscounts
- Maintained key customer databases and order input systems
- Recommended new products resulting in a 23% increase in revenue
- Received multiple sales achievement awards for up-selling products
- Demonstrated strong marketing skills in advertising a diverse range ofcurrent promotions
- Maximized revenue by proactively building and managing key customerrelationships, further illustrating communication and problem-solvingabilities.
IT Helpdesk Analyst
Lebara Mobile
06.2011 - 10.2012
- Served as first point of contact for all users requesting IT service
- Deploying new systems, creating user ID and credentials in Active
- Directory
- Successfully created a user-training guide to for both end users and other
- IT technicians
- Assumed responsible leadership role of managing the IT Department during the absence of my supervisor while continuing dedicated support of staff clients
- Talking staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
- Configuration and deployment of Windows 7/10 operating systems and applications to new users and system upgrades through Microsoft
- Deployment Toolkit
- Coordination and escalation of incidents to other members on the IT
- Team where necessary
- Maintained a minimum of 90% first call resolutions, 30% average speed answer and under 10 min average call time
- Troubleshooting system and network problems using different monitoring tools.
Education
MSc - Business InformationTechnology
Middlesex University
2012
BSc - Computer Science
Covenant University
Skills
- Cross-Functional Collaboration:
I'm an expert collaborator that
understands the value and
importance of working alongside
Primary and Secondary internal and external stakeholders to achieve a common goal
- SaaS Expertise:
I bring 5 Years of experience
working with SaaS, and other
IT/Security products and services to SMB, Corporate, Mid Market, and Enterprise clientele
- Relationship Management:
People are my passion I have a
natural and practiced ability to
nurture and grow internal and
external relationships This includes business relationships with a variety of clientele in different segments and verticals
- Verbal & Written Communication:
Whether through a formal written
proposal, or crafted executive
presentation I have experience
presenting solutions and providing
industry insights/suggestions to new and existing customers, including C-Suite contacts
- Exceptional Interpersonal Skills:
I've connected, and communicated
with a diverse group of internal and external teams in adaptable and effective manner to make tangible impact
- Proficient in Windows XP/Vista/7/8/10
- Microsoft Office (Excel, Word, Power point)
- Zendesk
- Jira
- Gainsight
- SQL
- Salesforce
- HubSpot
- Google Suite
- Network/ Server Management
- Active Directory
- Office 365
- Service Desk Support
Certification
Information TechnologyInfrastructure Library (ITIL)Certified – 2016SQL certified - 2010Oracle Certified - 2010
Volunteer Experience
Volunteer Jesus House London as an IT/Multimedia Assistant in 2012
Timeline
Customer Success Manager
Okta
12.2021 - Current
Technology Support Analyst
Rogers Communication Ltd
07.2019 - Current
Customer Support Specialist
Teleperformance
03.2019 - 06.2019
Enterprise Customer Success Manager
Enplug Africa
11.2015 - 01.2019
Customer Success Manager
Ve-Interactive
11.2012 - 09.2015
IT Helpdesk Analyst
Lebara Mobile
06.2011 - 10.2012
MSc - Business InformationTechnology
Middlesex University
BSc - Computer Science
Covenant University